Account Management Director

Dsquares

At Dsquares, Account Management is not about servicing clients it s about building long-term partnerships that create value, loyalty, and growth.

The Account Management Director is the custodian of our client relationships, leading strategic partnerships with key clients and ensuring Dsquares delivers meaningful, measurable impact across engagement, loyalty, and experience. This role blends commercial leadership, relationship depth, and cultural stewardship, turning clients into advocates and ambassadors of the Dsquares brand.

Duties & Responsibilities:

Client Strategy & Relationship Leadership

• Act as senior strategic partner to key clients, understanding their business objectives and translating them into value-driven solutions
• Build trusted, long-term relationships with C-suite and senior stakeholders
• Lead high-stakes client negotiations, renewals, and contract discussions
• Anticipate client needs and proactively propose growth opportunities

Revenue Growth & Commercial Performance

• Own account revenue targets, retention, and expansion (upsell/cross-sell)
• Drive account planning and forecasting in partnership with Sales and Finance
• Identify new opportunities within existing portfolios and convert them into measurable growth
• Ensure profitability and margin discipline across accounts

Team Leadership & Capability Building

• Lead, coach, and develop Account Management Managers & Senior Account Management Managers
• Set clear performance expectations, KPIs, and development plans
• Foster a high-performance, client-centric culture
• Act as escalation point for complex or sensitive client matters

Operational Excellence

• Ensure seamless delivery in collaboration with internal teams (Sales, Product, Marketing, Operations)
• Establish and optimize account management processes and governance
• Monitor client satisfaction, service quality, and delivery performance
• Drive consistency in reporting, reviews, and account health metrics

Stakeholder & Cross-Functional Collaboration

• Partner closely with Sales on acquisition-to-retention handover
• Work with Product/Operations to influence roadmap and service enhancements
• Represent the voice of the client internally

Success Metrics

• Net revenue retention (NRR) and account growth
• Renewal rates and contract value expansion
• Portfolio profitability and margin improvement
• Forecast accuracy and pipeline conversion
• Client advocacy tied to commercial outcomes

Key Skills & Competencies

• Strategic relationship management at senior/executive level
• Strong commercial and financial acumen
• Leadership and people development capability
• Negotiation and influence
• Client advocacy with business discipline
• Data-driven decision making
• Exceptional communication and stakeholder management

Experience & Qualifications

• 8 12+ years experience in account management, client services, or customer success
• Proven experience managing large, complex, or global accounts
• Demonstrated leadership of account management teams
• Experience driving revenue growth within existing client portfolios